M&E and complaints management officer (f/m/x) – Morocco At Doctors of the World – Belgium

WHO ARE WE ?

Médecins du Monde is an international medical development NGO that is part of an international network. We provide medical assistance to vulnerable groups, in Belgium and the rest of the world. We want universal health coverage where everyone has access to care, without obstacles.

In Belgium and around the world, our projects are aimed at all people who have no or no longer access to health care. In particular, they are structured into five axes: people on the margins of society, children in vulnerable situations, women, migrants or displaced people and victims of crises or conflicts.

To carry out our mission, we base ourselves on three pillars:

• Treat : provide real access to care for populations.
• Change : more than helping, we want to change things in the long term.
• Testify : we do not remain silent. Thanks to our experience and our presence on the ground, we challenge the authorities (local, regional and (inter)national) with facts, figures and realities.

Our projects follow a series of values ​​common to our entire organization: Social Justice, Empowerment, Independence, Commitment, Balance.

CONTEXT

Médecins du Monde has been working in Morocco since 2013 to ensure access to inclusive, quality care and protection services for all people in vulnerable situations.
MdM-Belgium works in Morocco in close collaboration with Moroccan civil society organizations.
The themes of intervention in the country are: Health and Rights in Migration (SDM), Sexual and Reproductive Health and Rights (SRHR) with Gender-Based Violence (GVB) and MHPSS transversally and the main axes concern: technical and programmatic support to local partners, consortium coordination, advocacy and mobilization of networks around themes of interest.

In response to the emergency situation following the earthquake that occurred in September 2023, Médecin du Monde and its partners launched an emergency response in the most affected areas in order to provide adapted aid to the most vulnerable people affected by the earthquake. earthquake.

Our interventions focus on 3 main areas: Oriental Region, Rabat-Salé Region and Marrakech-Taroudant Region.

THE ESSENTIAL

The M&E and complaints management officer is responsible for setting up and monitoring the M&E systems for emergency projects and migration projects and also for setting up the Information and Feedback Management Mechanism ( MGRI) at the level of projects implemented in Morocco.

Reporting link: Program Manager Morocco

TASKS AND RESPONSIBILITIES

As an M&E manager, you are responsible for setting up and monitoring the M&E systems of projects implemented in Morocco.

Example tasks

• Provide support to the project team in collecting, entering and processing data;
• Contribute to the development of monitoring-evaluation tools for project activities and guide their use (data collection, evaluation of regular activities, Baseline, etc.);
• Ensure the management of the various project databases;
• Compile and centralize information to provide information on the indicators of the projects implemented;
• Regularly monitor the integration of best practices in Monitoring, Evaluation, Accountability and Learning by teams during the execution of activities;
• Produce analyzes to feed into reporting or advocacy actions;
• Participate in the production of internal and donor M&E reports;
• Participate in capitalization and evaluation exercises on the Morocco mission;
• Participate in regular data verification and audit exercises to assess the quality of the reported data and address any anomalies identified in collaboration with the project teams;
• Will conduct monitoring field visits based on identified needs.

As a complaints manager, you are responsible for setting up the Feedback and Information Management Mechanism (MGRI) at the level of projects implemented in Morocco .

Example tasks

• Implement the Information Feedback and Feedback Management Mechanism, adapted to the context, to which beneficiaries and partners can access with complete confidence;
• Monitor and evaluate complaints received and initiate a response (follow-up) process by developing and maintaining a follow-up mechanism;
• Strengthen the capacity and understanding of MDM staff, partners, and contractors on the importance of reporting to beneficiaries;
• Support program teams in popularizing and raising awareness among beneficiaries about the MGRI and as well as local authorities and other stakeholders;
• Regularly update the complaint management database and provide timely update to project staff based on the nature of the feedback;
• Categorize, analyze trends and patterns of complaints received to guide decision-making and help improve program management;
• Generate monthly, periodic reports and ensure that reports are shared with project teams and MEAL;
• Conduct periodic field visits to ensure that complaints management systems are functional and that necessary support is provided as needed in the field.
• Regularly evaluate the effectiveness of the MGRI to identify gaps and propose improvements in collaboration with the MEAL coordinator, project managers and others;
• Collect stories (“success stories”), photos and videos illustrating MdM BE’s activities in coordination with project staff (preparation of questions and scenarios, taking photos and videos, organization and presentation of the collected material, etc.). ) and the Reporting Officer.
• Carry out all other tasks according to needs and according to your area of ​​expertise at the request of the hierarchy;

These responsibilities will be implemented in a specific and transversal manner on the basis of the annual individual action plan (including the identification of projects), established in collaboration between the manager and the holder of the position in question.
Activities may need to evolve depending on the context.

YOUR PROFILE

ESSENTIAL

Studies / training and Experience

• Have a university degree (Minimum Bac +3) in Statistics, Computer Science, Public Health, project management, Social Sciences or similar disciplines;
• Experience of at least 2 years in the field of Monitoring, Evaluation, Accountability and Learning;
• Experience in collecting quantitative and qualitative survey data;
• Excellent writing, reporting and communication skills;
• Experience in database management.

Skills and qualities required

• Good knowledge of Humanitarian Principles and Accountability;
• Mastery of IT tools and data collection software: Word, Excel, Access, Powerpoint and Outlook;
• Professional knowledge of ODK/Kobo and PowerBI;
• A good knowledge of French and Arabic (optional);
• Sense of organization and planning;
• Ability to take initiatives and orientation towards results;
• Ability to work under pressure in a complex and demanding environment;
• Team spirit, sense of diplomacy and ability to manage conflicts;
• Rigor, autonomy and discretion;
• Dynamism, flexibility and open-mindedness;
• Strong integrity and respect for MdM-BE values.

WE OFFER

• A dynamic and international working environment with close support from MdM-BE headquarters in Brussels;
• A field mission at the heart of Médecins du Monde’s activities;
• Fixed-term contract (CDD) 12 months in single posting;
• Salary Conditions:
  • Expatriate status: gross salary of €2,698.13 for 3 years of experience; a gross salary of €2,892.76 for 10 years of experience; Per diem 587 Euro. Depending on your tax residence, a withholding tax may be deducted.
  • National Status: Fixed-term contract under Moroccan law, salary conditions according to the salary scale and conditions offered locally.
• Mission location: Rabat – with frequent trips to Marrakech.
• Starting position: 22/7/2024 ideally.